image for site

Automatically Release Agent Capacity - Frequently asked questions

Discover how to automatically release agent capacity for messaging conversations. Explore common questions and solutions to optimize your Zendesk support experience.

Frequently asked questions

What is the purpose of automatically releasing agent capacity in Zendesk?

Automatically releasing agent capacity helps manage workload by marking conversations as inactive after a set period of no response from the end user. This allows new conversations to be routed to agents without them needing to manually update…

How do you configure the auto-release capacity setting in Zendesk?

To configure the auto-release capacity setting, go to Admin Center, click Channels, then select Messaging and social > Messaging. In the Advanced section, click Capacity release, turn on auto-release capacity, set the inactivity period, choose a…

What are active and inactive messaging tickets in Zendesk?

Active tickets have recent responses from the end user, while inactive tickets haven't had a response in a specified time or have a status other than New or Open. By default, a ticket is inactive if there's no reply in 10…

What should you consider when using capacity release settings in Zendesk?

When using capacity release settings, ensure the improved messaging backend is enabled. The default inactivity period is 10 minutes, and settings apply to all open tickets assigned to agents. It's recommended to configure during low-volume times as…

Why might the capacity release setting not be available in Zendesk?

If you can't find the capacity release setting, ensure you're following the correct steps in Admin Center. If it's still unavailable, it might be due to differences in your environment or settings not being…

How does the auto-release capacity setting affect ticket status in Zendesk?

The auto-release capacity setting can change ticket status when a conversation becomes inactive, which helps triggers run more effectively. You can select statuses like Pending, On-hold, or Solved for inactive…

Can the auto-release capacity setting be used without omnichannel routing in Zendesk?

Yes, the auto-release capacity setting can be used without omnichannel routing. It helps manage agent capacity by automatically releasing it without requiring manual status…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites